United Communications is proud to call Middle Tennessee home. We live here, we work here, and we serve here. Every day, I’m reminded of what that means, whether it is running into customers at the grocery store, cheering alongside them at a Friday night football game, or seeing familiar faces at Rotary and other community events. For all of us at United, providing internet service goes far beyond technology. It is about connecting with neighbors and strengthening the communities we call home.
In fact, our local presence is one of the reasons we’ve become the region’s largest fiber broadband provider. So, if you’re trying to decide between a national brand (for your home or business internet) and a local provider like United, here are a few things I think you should know about United’s commitment to every customer:
1. Faster, friendlier support
When you call United, I’m proud to say you won’t get routed through a call center halfway across the country…or the world. Instead, you’re talking to people who live and work right here in Tennessee. That local connection means quicker answers, clearer communication, and faster technician visits. In fact, we strive to answer at least 80% of our calls within 30 seconds (or less) to a real person who can answer your questions.
Other providers keep you waiting. We keep you connected.
2. Community reinvestment
Every dollar you spend with United stays local. We create jobs, sponsor local events, give back to local nonprofits, and invest in expanding fiber networks in Middle Tennessee communities. Your payment doesn’t disappear into a national or international budget. Instead, it comes right back to support our Middle Tennessee neighborhoods. You won’t see our name on a national football stadium, but you just might see United on the back of your child’s baseball jersey.
3. Simple, transparent plans
We believe trust matters. That’s why our pricing and policies are straightforward. We don’t require residential contracts, hide fees, or push complicated bundles. We keep things clear and simple.
With United, it’s connectivity without the catch.
4. Better upload speeds and lower latency
Unlike many providers, United fiber gives you equal upload and download speeds for smoother video calls, faster photo backups, and lag-free gaming. You also get consistently low latency, so your internet feels responsive in real time.
5. Local field teams and responsive communication
If something goes wrong, our team is here. Our technical support is available 7x24x365. When Middle Tennessee storms knock out power lines or fiber gets cut, we coordinate quickly with local utilities. In fact, our technicians are known for going the extra mile to help our customers out.
National providers give you a runaround. We give you a solution.
6. World-class connection with local customer service
One of the many things I love most about working at United is our team’s focus on the customer experience, which provides industry-leading service. Some say our customer service is so good, you won’t even remember your last provider.
The Hidden Costs of National ISPs
As someone who’s previously worked at a national provider, I see a huge difference in how United cares for customers and how we stand behind our service. As you compare internet options, keep an eye out for these red flags:
- Teaser rates that jump after six to twelve months. Always ask for the price after the promo ends to learn the real cost.
- Weak upload speeds. Many cable plans offer 300 Mbps download speeds but only 10–20 Mbps upload speeds. That makes video calls, gaming, and backups a struggle.
- Data caps and throttling. Some providers hide overage fees in acceptable use policies.
- Long contracts with steep exit fees. United never locks you into a residential contract. We trust you’ll stay because you’re happy, not because of a penalty. In fact, we even offer a three-month fiber guarantee for eBill and AutoPay customers. If you’re not satisfied, cancel within three months for a full refund.
- Hidden surcharges. Watch for vague “network” or “recovery” fees that inflate your bill.
- Bundles with strings. Some discounts vanish if you ever drop TV or phone service.
A Simple Guide to Assess Your Current Service
If you want to see the difference, here’s a step-by-step guide to help you compare United to other internet providers:
- Check availability. Go to united.net and enter your address. You’ll see available fiber plans and pricing.
- Test your current speeds. Run a test using our free speed test tool. I often encourage people to run the test twice—once wired and once over Wi-Fi. It can also be helpful to check between seven and ten p.m., when usage is highest. Write down your download, upload, latency, and jitter numbers.
- Look back at the past 90 days. Count how many times you had to reboot your router. Think about any outages. How long did support take to resolve your issues?
- Review your bill. At United, we make it easy to review your bill. Note your base internet price (after promo), equipment or Wi-Fi extender charges, network fees, and any installation costs.
- Compare apples to apples. Look at upload speeds, not just download. Compare latency and peak-time performance. Consider where support teams are located. Check if you can use your own router or if your provider offers advanced options like a Static IP.
Raising the Standard for Internet in Middle Tennessee
At United, we know the telecommunications industry doesn’t always offer the best reputation. That’s why we work differently:
- We set high standards for reliability. Our goal is to keep you connected when it matters most. We’re proud to offer 99.99% network reliability, one of the highest metrics in the nation.
- We constantly invest in our infrastructure. From DDoS protection to expanding bandwidth for families, we build our network for growth.
- We put customers first. Every decision we make starts with the customer experience, and everyone in our company truly cares about our customers..
- We let our results speak for themselves. United recently achieved a Net Promoter Score (NPS) of 74 on a scale of -100 to +100 —exceeding our 2025 goal one year early. (For context, the average score among internet service providers is just 12, while top consumer tech brands like Apple (72) and Netflix (67) fall below where our customers rank us.) With more than 2,100 Google reviews and a 4.7-star rating, our community’s feedback speaks volumes about the standard we’ve set.
Ready for Better Internet?
Choosing an internet provider isn’t just about speed—it’s about trust, service, and community. With United, you get transparency you can count on and connectivity you can trust.
Want to see the United difference for yourself? Your neighbors are already making the switch. Check serviceability to see if United Fiber is available for your home or business today.
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Author Bio:
BJ Webb
Director of Sales and Marketing at United Communications
With over 30 years of executive experience in telecommunications and cybersecurity, BJ Webb is passionate about eliminating the digital divide. She is actively involved in Project UNITE, an initiative to provide fast, reliable broadband service to every under-connected home or business in the Tennessee mid-state region. BJ’s expertise was honed through years of corporate business experience in various sales, marketing, business operations, and business transformation roles. Before joining United Communications, BJ worked for more than 25 years leading product marketing and marketing teams. She is passionate about serving customers and providing them with the best possible experience.
BJ earned her MBA from the University of Illinois Gies College of Business in 2020 with specializations in Digital Marketing, Strategic Innovation, and Finance. She also holds a certificate in Design Thinking from the University of Texas at Austin, a certificate in Marketing Strategy and a certificate in Data-Driven Marketing from Cornell University, a micro-credential in Organizational Transformation from the Project Management Institute, and a BS in Business Administration from the University of Illinois. BJ and her family reside in Spring Hill, TN.